The automaker says there was a 'serious breach of process.'
Getting carjacked is an experience we hope no one has to endure, especially if the nightmare involves a child being taken along with the car. Unfortunately, that's exactly what happened to a woman in Libertyville, Illinois, on February 23. The unnamed victim had justinto her driveway when a BMW parked directly behind the SUV, blocking her in. Next a man exited the BMW, attacked the woman and drove away in her VW, partially running the woman over in the process according to a report from.
The police were immediately alerted, prompting a search for the vehicle and child. During the search, a Lake County Sheriff's Office detective reached out to Volkswagen to see if it could help locate the car with the, which includes a GPS function. However, according to Deputy Chief Christopher Covelli, the representative on the phone was less than cooperative.
Covelli said that the detective pleaded with the Car-Net representative, explaining how it was a"life-or-death situation," but the representative continued to ask for payment. The woman's family eventually gave the Sheriff's office a credit card number to pay the fee so that they could locate the car, but the entire ordeal had already taken 30 minutes to resolve. During that time officers had already found the child abandoned in a parking lot located in nearby Waukegan.
As you might imagine, the woman, her family, and the Lake County Sheriff's Office were all pretty upset with Volkswagen as the holdup over payment wasted vital minutes in a situation that could have easily turned deadly. While luckily things didn't go that way, the parties involved wanted answers. According to thereport, the Lake County Sheriff's Office reached out to Volkswagen but at the time of the article had not heard back.
"Volkswagen takes the safety and security of its customers very seriously. Our thoughts are with the victims and their family. Volkswagen has a procedure in place with a third-party provider for Car-Net Support Services involving emergency requests from law enforcement. They have executed this process successfully in previous incidents. Unfortunately, in this instance, there was a serious breach of the process. We are addressing the situation with the parties involved.
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